Note: Descriptions are shown in the official language in which they were submitted.
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METHODS AND SYSTEMS FOR
CPN TRIGGERED COLLABORATION
RELATED APPLICATIONS
[001] This application is a continuation-in-part of U.S. Patent
Application No. 10/083,793, entitled "METHOD AND APPARATUS FOR
CALENDARED COMMUNICATIONS FLOW CONTROL," filed February 27,
2002; U.S. Patent Application No. 10/083,792, entitled "VOICE MAIL
INTEGRATION WITH INSTANT MESSENGER," filed February 27, 2002;
U.S. Patent Application No. 10/083,884, entitled "DEVICE INDEPENDENT
CALLER ID," filed February 27, 2002; and U.S. Patent Application No.
10/083,822, entitled "METHOD AND APPARATUS FOR A UNIFIED
COMMUNICATION MANAGEMENT VIA INSTANT MESSAGING," filed
February 27, 2002, all of which claim priority to U.S. Provisional Patent
Application Nos. 60/272,122, 60/272,167, 60/275,667, 60/275,719,
60/275,020, 60/275,031, and 60/276,505, and all of which are expressly
incorporated herein by reference in their entirety.
[002] Applicants also claim the right to priority under 35 U.S.C.
~ 119(e) based on Provisional Patent Application No. 60/428,704, entitled
"DIGITAL COMPANION," filed November 25, 2002; and Provisional Patent
Application No. 60/436,018, entitled "DIGITAL COMPANION," filed December
26, 2002, both of which are expressly incorporated herein by reference in
their entirety.
[003] The present application also relates to U.S. Patent Application
No. 10/084,121, entitled "CALENDAR-BASED CALLING AGENTS," filed
February 27, 2002; U.S. Patent Application No. ( ), entitled
"METHODS AND SYSTEMS FOR DRAG AND DROP CONFERENCE
CALLING," Attorney Docket No. 03-1012; U.S. Patent Application No.
( ), entitled "METHODS AND SYSTEMS FOR CONFERENCE
CALL BUFFERING," Attorney Docket No. 03-1013; U.S. Patent Application
No. ( ), entitled "METHODS AND SYSTEMS FOR COMPUTER
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ENHANCED CONFERENCE CALLING," Attorney Docket No. 03-1014; U.S.
Patent Application No. ( ), entitled "METHODS AND SYSTEMS
FOR REMOTE CALL ESTABLISHMENT," Attorney Docket No. 03-1015; U.S.
Patent Application No. (~ ), entitled "METHODS AND SYSTEMS
FOR CALL MANAGEMENT WITH USER INTERVENTION," Attorney Docket
No. 03-1016; U.S. Patent Application No. ( ), entitled "METHODS
AND SYSTEMS FOR DIRECTORY INFORMATION LOOKUP," Attorney
Docket No. 03-1017; U.S. Patent Application No. ( ), entitled
"METHODS AND SYSTEMS FOR AUTOMATICALLY FORWARDING CALLS
TO CELL PHONE," Attorney Docket No. 03-1018; U.S. Patent Application No.
), entitled "METHODS AND SYSTEMS FOR ADAPTIVE
MESSAGE AND CALL NOTIFICATION," Attorney Docket No. 03-1019; U.S.
Patent Application No. ( ), entitled "METHODS AND SYSTEMS
FOR A CALL LOG," Attorney Docket No. 03-1020; U.S. Patent Application
No. ( ), entitled "METHODS AND SYSTEMS FOR AUTOMATIC
FORWARDING OF CALLS TO A PREFERRED DEVICE," Attorney Docket
No. 03-1021; U.S. Patent Application No. ( ), entitled "METHODS
AND SYSTEMS FOR MULTI-LINE INTEGRATED DEVICE OR LINE
MANAGEMENT," Attorney Docket No. 03-1022; U.S. Patent Application No.
(- ), entitled "METHODS AND SYSTEMS FOR CONTACT
MANAGEMENT," Attorney Docket No. 03-1023; U.S. Patent Application No.
( ), entitled "METHODS AND SYSTEMS FOR NOTIFICATION OF
CALL TO PHONE DEVICE," Attorney Docket No. 03-1024; U.S. Patent
Application No. ( ), entitled "METHODS AND SYSTEMS FOR
SINGLE NUMBER TEXT MESSAGING," Attorney Docket No. 03-1025; U.S.
Patent Application No. ( ), entitled "METHODS AND SYSTEMS
FOR MULTI-USER SELECTIVE NOTIFICATION," Attorney Docket No. 03-
1026; and U.S. Patent Application No. ( ), entitled "METHODS
AND SYSTEMS FOR PREEMPTIVE REJECTION OF CALLS," Attorney
Docket No. 03-1028, all of which are expressly incorporated herein by
reference in their entirety.
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TECHNICAL FIELD
[004] The present invention relates generally to data processing
systems and, more particularly, to a method and system for using calling party
number (CPN) information to initiate a collaboration between a calling party
and a called party.
BACKGROUND
[005] A wide variety of means exist for communication between users.
For example, a user may conduct phone calls via a home phone, work
phone, and mobile phone. In addition, users may also communicate using
devices such as PC's, PDA's, pagers, etc. using manners of communicating
such as email and instant messaging.
[006] Unfortunately, managing such a wide variety of communication
means can be difficult. In particular, as a user changes location,
communication with the user may vary. For example, while on travel, it may
only be possible to reach a user by mobile phone. However, the user may
best be reached by email while at work. Also, the user may wish to
implement various rules for receiving and controlling communications. For
example, to be reached at home, the user may want the home phone to ring
three times before forwarding the call to a mobile phone. As another
example, the user may wish to be paged each time an email is received from
a particular person while away from the office.
[007] A user may also wish to treat an incoming phone call differently
dependent on the identity of the caller. For example, if a user receives a
call
from a caller to whom the user does not want to speak at the moment, the
user may want to send that call directly to voice mail. Also, if a user
receives
a call from a number that displays no caller ID information or that the user
otherwise does not recognize, the user may wish to somehow specially treat
the call, because the caller is a potential telemarketer.
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[008] Current call management systems make it possible for a user to
receive notification of a call on a communications device, and then to either
take the call or divert it to voice mail to the user's discretion. Current
call
management systems also make it possible to automatically intercept and
specially treat a call that displays no caller ID information. Current call
management systems, however, do not enable a user to perform other
functions as a call is being received, such as initiating a collaboration
session
with the calling party.
SUMMARY OF THE INVENTION
[009] Methods and systems consistent with the present invention
initiate a collaboration between users. An application server receives
information pertaining to a call to a first user placed by a second user. A
notification server sends notification of the call to a device associated with
the
first user. A network access server may then receive a response to the
notification. Thereafter, the notification server sends a notification of a
collaboration request to a device associated with the second user based on
the response. The call is connected based on a response to the collaboration
request.
[010] Other methods and systems consistent with the present
invention also initiate a collaboration between users. An application server
receives information pertaining to a call to a first user placed by a second
user. A notification server sends notification of the call to a device
associated
with the first user. A network access server may then receive a response to
the notification. Thereafter, the notification server sends a notification of
a
collaboration request to a device associated with the second user based on
the response, and the application server initiates a collaboration between the
first user and the second user based on a determination that the second user
accepts the collaboration request.
[011] Other methods and systems consistent with the present
invention also initiate a collaboration between users. A device associated
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with a first user receives notification of a call to the first user placed by
a
second user. The device also receives input from the first user indicative of
a
response to the notification. Thereafter, the device sends, to a service
center, response information reflective of a response to the notification. The
service center sends a notification of a collaboration request to a device
associated with the second user based on the response information, and
initiates a collaboration between the first user and the second user based on
a determination that the second user accepts the collaboration request.
[012] Other methods and systems consistent with the present
invention initiate a collaboration between a first user and a second user. A
device associated with a second user receives, from a service center,
notification of a collaboration request. Prior to the receiving, the service
center receives notification of a call to a first user placed by the second
user,
sends a notification of the call to a device associated with the first user,
receives a response to the notification of the call, and sends the
notification of
the collaboration request based on the response to the notification of the
call.
The device associated with the second user also receives input from the
second user indicative of a response to the notification of the collaboration
request. Moreover, the device associated with the second user sends, to the
service center, response information reflective of the response to the
notification of the collaboration request. The service center thereafter
initiates
a collaboration between the first user and the second user based on a
determination that the second user accepts the collaboration request.
BRIEF DESCRIPTION OF THE DRAWINGS
[013] The accompanying drawings, which are incorporated in, and
constitute a part of this specification, illustrate one embodiment of the
invention and, together with the description, serve to explain the principles
of
the invention.
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[014] Fig. 1 is a diagram of an exemplary data processing and
telecommunications environment in which features and aspects consistent
with the principals of the present invention may be implemented;
(015] Fig. 2 is a diagram of an exemplary user terminal, consistent
with the principals of the present invention;
[016] Fig. 3 is a diagram of a voice network, consistent with the
principles of the present invention;
[017] Fig. 4 is a block diagram of a service center, consistent with the
principles of the present invention;
[018] Fig. 5 illustrates a logical architecture of an exemplary system,
consistent with the present invention;
[019] Figs. 6~ and 6B comprise a diagram of an exemplary flowchart
of a method for initiating a collaboration session consistent with the
principles
of the present invention;
(020] Fig. 7 is a diagram of an exemplary user interface including
customer-selectable real-time call management options consistent with the
present invention; and
[021] Fig. 8 is a diagram of an exemplary user interface indicating that
a collaboration has been requested consistent with the present invention.
DETAILED DESCRIPTION
[022] Reference will now be made in detail to exemplary
embodiments of the present invention, examples of which are illustrated in the
accompanying drawings. Wherever possible, the same reference numbers
will be used throughout the drawings to refer to the same or like parts. While
the description includes exemplary embodiments, other embodiments are
possible, and changes may be made to the embodiments described without
departing from the spirit and scope of the invention. The following detailed
description does not limit the invention. Instead, the scope of the invention
is
defined by the appended claims and their equivalents.
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Overview
[023] Methods and systems consistent with the present invention
initiate a collaboration between users. A collaboration enables multiple users
to share data interactively. For example, users participating in a
collaborative
session may share data in various ways, such as whiteboards, document
sharing, and/or application sharing. A whiteboard is essentially an electronic
chalkboard that allows users at various sites to simultaneously write and draw
on an on-screen notepad viewed by multiple users. Document sharing may
refer, for example, to the ability to allow one or more documents to be
viewed,
edited, saved, or replaced by multiple users participating in a collaborative
session. Application sharing may refer, for example, to the ability to allow
one
or more applications to be viewed or otherwise controlled by multiple users
participating in a collaborative session
[024] Consistent with the present invention, an application server
receives information pertaining to a call to a first user placed by a second
user. A notification server sends notification of the call to a device
associated
with the first user. A network access server may then receive a response to
the notification. Thereafter, the notification server sends a notification of
a
collaboration request to a device associated with the second user based on
the response, and the application server initiates a collaboration between the
first user and the second user based on a determination that the second user
accepts the collaboration request.
Network Environment
[025] Fig. 1 is a block diagram of a data processing and
telecommunications environment 100, in which features and aspects
consistent with the present invention may be implemented. The number of
components in environment 100 is not limited to what is shown and other
variations in the number of arrangements of components are possible,
consistent with embodiments of the invention. The components of Fig. 1 may
be implemented through hardware, software, and/or firmware. Data
processing and telecommunications environment 100 may include a data
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network 102, a voice network 104, and a service center 106. A user 110 may
use a user terminal 112 to interface with data network 102 and may use
phones 114, 116, and 118 to interface with voice network 104. Calling party
120 may use phone 122 to call a user, such as user 110, at any one of
phones 114, 116, and 118.
[026] Data network 102 provides communications between the
various entities depicted in environment 100 of Fig. 1, such as user terminal
112 and service center 106. Data network 102 may be a shared, public, or
private network and encompass a wide area or local area. Data network 102
may be implemented through any suitable combination of wired and/or
wireless communication networks. By way of example, data network 102 may
be implemented through a wide area network (WAN), local area network
(LAN), an intranet and/or the Internet. Further, the service center 106 may be
connected to multiple data networks 102, such as, for example, to a wireless
carrier network and to the Internet.
[027] Voice network 104 may provide telephony services to allow a
calling party, such as calling party 120, to place a telephone call to user
110.
In one embodiment, voice network 104 may be implemented using a network,
such as the Public Switched Telephone Network ("PSTN"). Alternatively,
voice network 104 may be implemented on a voice over broadband network,
such as a network using voice-over Internet Protocol ("VoIP") technology.
Additionally, in other embodiments, the voice network may be a video over
broadband network, such as, for example, a network for providing two-way
video communications. In another example, the voice network may be a
wireless broadband network, such as, for example, a network using WiFi (i.e.,
IEEE 802.11 (b) and/or (g)). In yet another example, the voice network 104
may be a wireless voice network(s), such as, for example, a cellular or third-
generation cellular network). In addition, voice network 104 may be
implemented using any single or combination of the above-described
technologies consistent with the principles of the present invention. Further,
service center 106 may be connected to multiple voice networks 104, such as
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for example, Verizon'sT"" Voice Network, voice networks operated by other
carriers, and wireless carrier networks.
[028] Service center 106 provides a platform for managing
communications over data network 102 and voice network 104. Service
center 106 also provides gateway functions, such as code and protocol
conversions, to transfer communications between data network 102 and voice
network 104. Service center 106 may be implemented using a combination of
hardware, software, and/or firmware. For example, service center 106 may
be implemented using a plurality of general purpose computers or servers
coupled by a network (not shown). Although service center 106 is shown
with direct connections to data network 102 and voice network 104, any
number and type of network elements may be interposed between service
center 106, data network 102, and voice network 104.
[029] User terminal 112 provides user 110 with an interface to data
network 102. For example, user terminal 112 may be implemented using any
device capable of accessing the Internet, such as a general purpose
computer or personal computer equipped with a modem. User terminal 112
may also be implemented in other devices, such as the BlackberryT"", and
Ergo AudreyT"". Furthermore, user terminal 112 may be implemented in
wireless devices, such as pagers, mobile phones (with data access
functions), and Personal Digital Assistants ("PDA") with network connections.
[030] User terminal 112 also allows user 110 to communicate with
service center 106. For example, user 110 may use instant messaging ("IM")
to communicate with service center 106. In addition, user terminal 112 may
use other aspects of TCP/IP including the hypertext transfer protocol
("HTTP"); the user datagram protocol ("UDP"); the file transfer protocol
("FTP"); the hypertext markup language ("HTML"); and the extensible markup
language ("XML").
[031] Furthermore, user terminal 112 may communicate directly with
service center 106. For example, a client application may be installed on user
terminal 112, to enable direct communication with service center 106. Also,
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user terminal 112 may communicate with service center 106 via a proxy. One
of ordinary skill in the art will appreciate that while Fig. 1 depicts only
one user
terminal 112, multiple user terminals 112 may exist in environment 100, for
use by user 110 or other users (not shown).
[032] Phones 114, 116, 118, and 122 interface with voice network
104. Phones 114, 116, 118, and 122 may be implemented using known
devices, including wireline phones and mobile phones. Although phones 114,
116, 118, and 122 are shown directly connected to voice network 104, any
number of intervening elements, such as a private branch exchange ("PBX"),
may be interposed between phones 114, 116, 118, and 122 and voice
network 104.
[033] Fig. 2 is a block diagram of a user terminal consistent with the
present invention. User terminal 112 may include a central processing unit
(CPU) 200, a memory 202, a storage module 204, a network interface 206,
an input interface 208, an output interface 210, an input device 216, and an
output device 218.
[034] CPU 200 provides control and processing functions for user
terminal 112. Although Fig. 2 illustrates a single CPU, user terminal 112 may
include multiple CPUs. CPU 200 may also include, for example, one or more
of the following: a co-processor, memory, registers, and other processing
devices and systems as appropriate. CPU 200 may be implemented, for
example, using a PentiumT"~ processor provided from Intel Corporation.
[035] Memory 202 provides a primary memory for CPU 200, such as
for program code. Memory 202 may be embodied with a variety of
components of subsystems, including a random access memory ("RAM") and
a read-only memory ("ROM"). When user terminal 112 executes an
application installed in storage module 204, CPU 200 may download at least
a portion of the program code from storage module 204 into memory 202. As
CPU 200 executes the program code, CPU 200 may also retrieve additional
portions of program code from storage module 204.
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[036] Storage module 204 may provide mass storage for user terminal
112. Storage module 204 may be implemented with a variety of components
or subsystems including, for example, a hard drive, an optical drive, CD ROM
drive, DVD drive, a general-purpose storage device, a removable storage
device, and/or other devices capable of storing information. Further, although
storage module 204 is shown within user terminal 112, storage module 204
may be implemented external to user terminal 112.
[037] Storage module 204 includes program code and information for
user terminal 112 to communicate with service center 106. Storage module
204 may include, for example, program code for a calendar application, such
as GroupWise provided by Novell Corporation or Outlook provided by
Microsoft Corporation; a client application, such as a Microsoft Network
Messenger Service (MSNMS) client or America Online Instant Messenger
(AIM) client; and an Operating System (OS), such as the Windows Operation
System provided by Microsoft Corporation. In addition, storage module 204
may include other program code and information, such as program code for
TCP/IP communications; kernel and device drivers; configuration information,
such as a Dynamic Host Configuration Protocol (DHCP) configuration; a web
browser, such as Internet Explorer provided by Microsoft Corporation, or
Netscape Communicator provided by Netscape Corporation; and any other
software that may be installed on user terminal 112.
[038] Network interface 206 provides a communications interface
between user terminal 112 and data network 102. Network interface 206 may
receive and transmit communications for user terminal 112. For example,
network interface 206 may be a modem, or a local area network ("LAN") port.
[039] Input interface 208 receives input from user 110 via input device
212 and provides the input to CPU 200. Input device 212 may include, for
example, a keyboard, a microphone, and a mouse. Other types of input
devices may also be implemented consistent with the principles of the present
invention.
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[040] Output interface 210 provides information to user 110 via output
device 214. Output device 214 may include, for example, a display, a printer,
and a speaker. Other types of output devices may also be implemented
consistent with the principles of the present invention.
[041] Fig. 3 is a diagram of a voice network, consistent with the
principles of the present invention. As shown, voice network 104 includes an
intelligent service control point (ISCP) 302, service transfer points (STP)
304
and 306, service switching points (SSP) 308 and 310, a line information
database (LIDB) 312, an ISCP Service Provisioning And Creation
Environment (SPACE) 314, a Recent Change Environment 316, an Intelligent
Peripheral (IP) 320, and a switch access 322. Although this embodiment
voice network 104 is described as a PSTN, as discussed above in other
embodiments, the voice network 104 may be, for example, a voice or video
over broadband network a wireless broadband, a wireless voice network, etc.
[042] Voice network 104 may be implemented using the PSTN and
SS7 as a signaling protocol. The SS7 protocol allows voice network 104 to
provide features, such as call forwarding, caller-ID, three-way calling,
wireless
services such as roaming and mobile subscriber authentication, local number
portability, and toll-free/toll services. The SS7 protocol provides various
types
of messages to support the features of voice network 104. For example,
these SS7 messages may include Transaction Capabilities Applications Part
("TCAP") messages to support event "triggers," and queries and responses
between ISCP 302 and SSPs 308 and 310.
[043] ISCP 302 may also be, for example, a standard service control
point (SCP) or an Advanced Intelligent Network (AIN) SCP. ISCP 302
provides translation and routing services of SS7 messages to support the
features of voice network 104, such as call forwarding. In addition, ISCP 302
may exchange information with the service center 106 using TCP/IP or SS7.
ISCP 302 may include service logic used to provide a switch, such as SSP
308 or 310, with specific call processing instructions. ISCP 302 may also
store data related to various features that a user may activate. Such features
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may include, for example, call intercept and voice mail. ISCP 302 may be
implemented using a combination of known hardware and software. ISCP
302 is shown with a direct connection to service center 106 and a connection
through ISCP SPACE 314, however, any number of network elements
including routers, switches, hubs, etc., may be used to connect ISCP 302,
ISCP SPACE 314, and service center 106. Further, information exchanged
between the ISCP 302 and service center 106 may use, for example, the SR-
3389 General Data Interface (GDI) for TCP/IP.
[044] STPs 304 and 306 relay SS7 messages within voice network
104. For example, STP 304 may route SS7 messages between SSPs 308
and 310. STP 304 or 306 may be implemented using known hardware and
software from manufacturers such as NORTELT"" and LUCENT
TechnologiesT"".
[045] SSPs 308 and 310 provide an interface between voice network
104 and phones 122 and 118, respectively, to setup, manage, and release
telephone calls within voice network 104. SSPs 308 and 310 may be
implemented as a voice switch, an SS7 switch, or a computer connected to a
switch. SSPs 308 and 310 exchange SS7 signal units to support a telephone
call between calling party 120 and user 110. For example, SSPs 308 and
310 may exchange SS7 messages, such as TCAP messages, within
message signal units ("MSU") to control calls, perform database queries to
configuration database 312, and provide maintenance information.
[046] Line Information Database (LIDB) 312 comprises one or more
known databases to support the features of voice network 104. For example,
LIDB 312 may include subscriber information, such as a service profile, name
and address, and credit card validation information. Although in this figure
LIDB 312 is illustrated as directly connected to ISCP 302, LIDB 312 may be
connected to ISCP 302 through an STP (e.g., 304 and 306). Additionally, this
communication link may use, for example, the GR-2838 General Dynamic
Interface (GDI) for SS7.
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[047] ISCP Service Provisioning and Creation Environment (SPACE)
314 may be included as part of the ISCP 302 or be separate from the ISCP
302. For example, the TelcordiaT"' ISCP may include an environment similar
to SPACE 314 as part of the product. Further, ISCP SPACE 314 may include
one or more servers. ISCP SPACE 314 is the point in the ISCP platform
where customer record updates may be made.
[048] In one embodiment, customer records may be stored in the
ISCP SPACE 314 such that the records may be updated and sent to the
ISCP 302. These records may include information regarding how to handle
calls directed to the customer. For example, these customer records may
include information regarding whether or not calls for the customer are to be
forwarded to a different number, and/or whether or not the call should be
directed to an IP, such as a voice mail system, after a certain number of
rings.
Additionally, one ISCP SPACE 314 may provide updates to one or more
ISCPs 302 via an ISCP network (not shown).
[049] Additionally, the voice network 104 may include one or more
recent change engines 316 such as, for example, an Enterprise Recent
Change engine (eRC); an Assignment, Activation, and Inventory System
(AAIS); or a multi-services platform (MSP). As an example, the eRC and
AAIS may be used in voice networks 104 located in the western part of the
United States, while an MSP may be used in networks in the eastern part.
The recent change engines may be used to update switch and ISCP
databases. For example, a recent change engine may deliver database
updates to SSPs and to ISCPs, such that when updating databases, these
recent change engines emulate human operators. Additionally, if the
instructions are to be sent to an ISCP 302, the recent change engine may first
send the instructions to ISCP SPACE 314, which then propagates the
instructions to ISCP 302 as discussed above. Further, an MSP may be used,
for example, for providing updates to both SSPs 308 or 310 and ISCPs 302.
Or, for example, an eRC may be used for providing updates to SSPs 308 or
310, while an AAIS is used for providing updates to ISCPs 302.
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[050] Updates sent to SSPs 308 or 310 may be sent from the recent
change engine 316 via a switch access 322 that may, for example, convert
the updates into the appropriate protocol for SSP 308 or 310. For example,
recent change engine 316 may send updates to SSPs 308 or 310 via TCP/IP.
Switch access 322 may then convert the updates from TCP/IP to X.25. This
switch access 322 may be implemented using hardware and/or software.
These connections may include any number of elements, such as, for
example, switches, routers, hubs, etc. and may be, for example, an internal
data network for voice network 104.
[051 ] Voice network 104 may also include one or more intelligent
peripherals (IP). For example, in Fig. 3, an IP 320 is illustrated as being
connected to SSP 308. These IPs may be used for providing functions for
interaction between users and the voice network, such as voice mail services,
digit collection, customized announcements, voice recognition, etc.
Moreover, the communications between SSP 308 and IP 320 may use the
Primary Rate interface (PRi) (e.g., the 1129 protocol) protocol. Additionally,
IP 320 may be capable of sending and receiving information to/from Service
Center 106. These communications may use, for example, the SR-3511
protocol. Further, although Fig. 3 illustrates this connection as a direct
connection, this connection may include any number of elements including
routers, switches, hubs, etc., and may be via, for example, an internal data
network for voice network 104.
[052] Fig. 4 is a block diagram of a service center 106, consistent with
the principles of the present invention. As shown, service center 106 may
include firewalls 402 and 404, one or more digital companion servers 406,
one or more communication portal servers 408, one or more network access
servers 410, and a voice portal 412. Voice portal 412 may include a voice
portal application server 414 and a voice recognition server 416. A network
418 may be used to interconnect the firewalls and servers. Additionally, back
end servers) 420 may be provided between service center 106 and voice
network 104.
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[053] Firewalls 402 and 404 provide security services for
communications between service center 106, data network 102, and voice
network 104, respectively. For example, firewalls 402 and 404 may restrict
communications between user terminal 112 and one or more servers within
service center 106. Any appropriate security policy may be implemented in
firewalls 402 and 404 consistent with the principles of the present invention.
Firewalls 402 and 404 may be implemented using a combination of known
hardware and software, such as the Raptor Firewall provided by the Axent
Corporation. Further, firewalls 402 and 404 may be implemented as separate
machines within service center 106, or implemented on one or more
machines external to service center 106.
[054] Network 418 may be any type of network, such as an Ethernet
or FDDI network. Additionally, network 418 may also include switches and
routers as appropriate without departing from the scope of the invention.
Further, additional firewalls may be present in network 418, for example, to
place one or more of servers 406, 408, 410, or voice portal 412 behind
additional firewalls.
[055] Each server (406, 408, 410, 414, 416, 420) may be any
appropriate type of server or computer, such as a Unix or DOS-based server
or computer. The servers may implement various logical functions, such as
those described below. In Fig. 4, a different server is illustrated as being
used for each logical function. In other embodiments, the logical functions
may be split across multiple servers, multiple servers may be used to
implement a single function, all functions may be performed by a single
server, etc.
[056J In general, a digital companion server 406 may provide the
software and hardware for providing specific services of the service center.
Exemplary services include, for example, permitting a customer to add
contacts to their address book from a history of calls made or received by the
customer, permitting a customer to make calls directly from their address
book, scheduling a call to be placed at a specific time, or permitting the
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customer to look at the name and/or address associated with a phone
number. Additionally, these services may include permitting the customer to
listen to their voice mail on-line, forwarding their calls based on a
scheduler
and/or the calling parties number, setting up conference calls on-line, real-
time call management, CPN triggered collaboration, etc. A customer may be
a user that subscribes to various services of service center 106.
[057] A communication portal server 408 may provide the hardware
and software for managing a customer's account and interfacing with
customer account information stored by the provider of customer's voice
network 104. Network access servers 410 may provide the hardware and
software for sending and receiving information to voice network 104 in
processing the applications provided by service center 106. For example,
network access servers 410 may be used for transmitting and/or receiving
information from/to an ISCP 302 or an SSP 308 or 310 of voice network 104.
[058] Voice portal 412 includes software and hardware for receiving
and processing instructions from a customer via voice. For example, a
customer may dial a specific number for voice portal 412. Then the customer
using speech may instruct service center 106 to modify the services to which
the customer subscribes. Voice portal 412 may include, for example, a voice
recognition function 416 and an application function 414. Voice recognition
function 416 may receive and interpret dictation, or recognize spoken
commands. Application function 414 may take, for example, the output from
voice recognition function 416, convert it to a format suitable for service
center 106 and forward the information to one or more servers (406, 408,
410) in service center 106.
[059] Fig. 5 illustrates a logical architecture of an exemplary system,
consistent with the present invention. As illustrated, the logical
architecture
may be split into four planes: client side plane 502, application service
plane
504, network access plane 506, and voice network plane 508.
[060] Client side plane 502 includes user terminals 112 A and 112 B
that a user may use to send and/or receive information to/from the service
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center 106. Additionally, client side 502 plane includes the user's phones)
114. As discussed above, user terminals 112 may be any type of device a
user may use for communicating with service center 106. For example, user
terminal 112 A may be a PDA running a program for communicating with
service center 106, while user terminal 112 B may be a desktop type
computer running a web browser for communicating with service center 106
via the Internet. Additionally, the user may have one or more phones 114,
such as, for example, one or more standard landline telephones and/or
wireless phones.
[061] Application service plane 504 includes digital companion
servers) 406, communication portal servers) 408, and voice portal 412.
These entities may communicate between one another using, for example,
web services or any other suitable protocols. Web services are a
standardized way of integrating Web-based applications using the Extensible
Markup Language (XML), Simple Object Access Protocol (SOAP), Web
Services Description Language (WSDL) and Universal Description, Discovery
and Integration (UDDI) open standards over an Internet protocol (IP)
backbone.
[062] As illustrated, a digital companion server 406 may provide the
following functions: a client proxy function 512, a web server function 514,
an
application server function 516, a calendar server function 518, a
notification
server function 520, and a database function 522. Each of these functions
may be performed in hardware, software, and/or firmware. Further, these
functions may each be executed by a separate server, split across multiple
servers, included on the same server functions, or any other manner.
[063] Client proxy function 512 provides a proxy function for the digital
companion that may be used for security purposes. This client proxy function
512 may be included in a separate server such that all communications sent
from the other digital companion functions/servers to a user terminal 112 via
data network 102 go through client proxy function 512. Also, if client proxy
function 512 is included on a separate server, for example, an additional
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firewall may be provided between client proxy function 512 and the other
digital companion servers to provide additional security.
[064] Web server function 514 receives traffic over the data network
102 from a customer. For example, web server function 514 may be a
standard web server that a customer may access using a web browser
program, such as Internet Explorer or Netscape Communicator.
[065) Application server function 516 encompasses the general
functions performed by digital companion servers) 406. For example, these
functions may include interfacing with the various other digital companion
functions to perform specific services provided by the service center. These
services may include, for example, interfacing with other function(s),
software,
and/or hardware to provide a customer with the capability of managing their
calls online. For example, permitting a customer to add contacts to their
address book from a history of calls made or received by the customer,
permitting a customer to make calls directly from their address book,
scheduling a call to be placed at a specific time, or permitting the customer
to
look at the name and/or address associated with a phone number.
Additionally, these services may include permitting the customer to listen to
their voice mail on-line, forwarding their calls based on a scheduler and/or
the
calling parties number, setting up conference calls on-line, enabling call
management with user intervention in real-time, enabling CPN triggered
collaboration, etc.
[066] Additionally, application server function 516 may interface with
one or more external devices, such as an external web server, for retrieving
or sending information. For example, application server function 516 may
interface with a voice network's data center 556 (e.g., verizon.com) to
determine the services to which the customer subscribes (e.g., call waiting,
call forwarding, voice mail, etc.).
[067] Calendar server function 518 may provide the capability of
scheduling events, logging when certain events occurred, triggering the
application-functions to perform a function at a particular time, etc.
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[068] Notification server function 520 provides the capability to send
information from service center 106 to a user terminal 112. For example,
notification server function 520, at the direction of application server
function
516, may send a notification to user terminal 112 that the user is presently
receiving a phone call at user's phone 114. This notification may be, for
example, an instant message pop-up window that provides an identification of
the caller as well as the number being called. The notification may also have
a number of user-selectable buttons or items associated with it that enable
the user to manage a call in real-time.
[069] Database function 522 provides the storage of information in
databases useable by the various applications executed by the digital
companion servers. These databases may be included in, for example, one
or more external storage devices connected to the digital companion servers.
Alternatively, the databases may be included in storage devices within the
digital companion servers themselves. The storage devices providing
database function 522 may be any type of storage device, such as for
example, CD-ROMs, DVD's, disk drives, magnetic tape, etc.
[070] As discussed above, communication portal servers) 408
provide the hardware and software for managing a customer's account and
interfacing with customer account information stored by the provider of
customer's voice network 104. As illustrated in Fig. 5, a communication portal
server 408 may provide the following functions: a web server function 526,
an application server function 528, a contacts database function 530, and/or a
customer profile function 532. Each of these functions may be performed by
a separate server, split across multiple servers, included on the same server
functions, or any other manner.
[071] Web server function 526, as with web server function 514 of the
digital companion servers, provides functionality for receiving traffic over
the
data network 102 from a customer. For example, the web server may be a
standard web server that a customer may access using a web browser, such
as Internet Explorer or Netscape Communicator.
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[072] Application server function 528 encompasses the general
functions performed by communication portal servers 408. For example,
these functions may include interfacing with the voice network to retrieve
and/or modify customer profile information, and creating and editing an
address book for the user. Additionally, application server function 528 may
include the functionality of sending and/or receiving information to/from
external servers and/or devices. For example, communication portal servers
408 may be connected to a network, such as, the Internet. Application server
function 528 may then provide connectivity over the Internet to external
servers 552 that provide web services, such as the Superpages web page.
Application server function 528 could then contact these external services
552 to retrieve information, such as an address for a person in the user's
address book.
[073] In another example, application server function 528 of the
communication portal 408 may interface a single sign on (SSO) server 554.
SSO 554 may be used to allow users to access all services to which the user
subscribes, on the basis of a single authentication that is pertormed when
they initially access the network.
[074] Moreover, application server function 528, similar to application
server 516, may provide functionality to facilitate services performed by the
service center. These services may include, for example, interfacing with
other function(s), software, and/or hardware to provide a customer with the
capability of managing their calls online. For example, permitting a customer
to add contacts to their address book from a history of calls made or received
by the customer, permitting a customer to make calls directly from their
address book, scheduling a call to be placed at a specific time, or permitting
the customer to look at the name and/or address associated with a phone
number. Additionally, these services may include permitting the customer to
listen to their voice mail on-line, forwarding their calls based on a
scheduler
and/or the calling parties number, setting up conference calls on-line,
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enabling call management with user intervention in real-time, enabling CPN
triggered collaboration, etc.
[075] Contacts database function 530 includes storage devices for
storing an address book for the user. This address book may be any
appropriate type of address book. For example, the user's address book may
include the names, phone numbers, and addresses of people and/or
organizations. These storage devices may be internal or external to
communication portal servers 406 or some combination in between. In
addition, these storage devices may be any type of storage device, such as
magnetic storage, memory storage, etc.
[076] Customer profile database function 532 includes storage
devices for storing customer profile information for the user. These storage
devices may be the same or separate storage devices used for the contacts
database. The customer profile may include information regarding the user's
account for their voice network. For example, this information may include
the user's name, billing address, and other account information. Additionally,
the customer profile may include information regarding voice services to
which the user subscribes, such as, for example, call waiting, voice mail,
etc.
[077] Application services plane 504 of the architecture may also
include a voice portal 412. As discussed above, voice portal 412 may
include, for example, a voice recognition function 416 and an application
server function 414, and be used for receiving and processing instructions
from a customer via voice. The voice recognition function may be
implemented using hardware and/or software capable of providing voice
recognition capabilities. This hardware and/or software may be a
commercially available product, such as the Voice Application platform
available from Tellme Networks, Incorporated. Application server function
414 of voice portal 412 may include hardware and/or software for exchanging
information between the digital companion servers 406 and voice recognition
function 416. Additionally, application server function 414 may be included on
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a separate server, included in the hardware and software providing voice
recognition function 416, included in digital companion servers 406, etc.
[078] Network access plane 506 of the architecture includes the
functions for providing connectivity between application service plane 502 and
voice network 104. For example, this plane may include recent change
engines 316, network access servers 410, and/or back end servers 420.
[079] As discussed above, recent change engines 316 may be used
to update switches and ISCP databases included in the voice network 104. In
one embodiment, recent change engines 316 may include an AAIS 544, an
eRC 546, and/or an MSP 548. Additionally, a proxy 542 may be used
between digital companion servers 406 and recent change engines 542 for
security purposes.
[080] Network access servers 410 may be included in service center
106 and may provide the hardware and software for sending and receiving
information to voice network 410 in processing the applications provided by
the service center. For example, network access servers 410 may include a
Caller ID (CID) functionality for retrieving caller ID information from voice
network 104, a click to dial (CTD) functionality for instructing an
intelligent
peripheral (IP) in the voice network to place a call via an SSP, and/or a real
time call management (RTCM) functionality for interfacing with an ISCP of the
voice network.
[081] Network access plane 506 may also include one or more back
end servers) 420. These back end servers) 420 may include hardware
and/or software for interfacing service center 106 and voice network 104.
Back end servers) 420 may be connected to the service center 106 by a
network, by a direct connection, or in any other suitable manner. Further,
back end servers) 420 may connect to one or more devices in voice network
104 by a network, a direct connection, or in any other suitable manner.
[082] Back end servers) 420 may include, for example, a server
providing a voice mail retrieval and notification function. This voice mail
retrieval and notification function may include the capability to receive
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notifications when a user receives a voice mail, physically call a user's
voice
mail system, enter the appropriate codes to retrieve the voice mail, retrieve
the voice mail, convert the voice mail to a digital file, and send it to
digital
companion servers 406.
[083] Additionally, back end servers) 420 may also include, for
example, a directory assistance server. This directory assistance server may
interface service center 106 with a Reverse Directory Assistance Gateway
(RDA Gateway) of voice network 104. An RDA Gateway is a device for
issuing requests to a Data Operations Center (DOC) of voice network 104 for
name and/or address information associated with a phone number and
receiving the name and/or phone number in response to this request.
[084] In another example, back end senrer(s) 420 may include a
wireless Internet gateway that is used for interfacing with a mobile switching
center (MSC) of a wireless voice network. As with the above-described back
end servers) 420, this wireless Internet gateway may be used for converting
requests and information between the formats used by the service center 106
and those used by the wireless voice network.
[085] In yet another example, back end senrer(s) 420 may include a
conference blasting server for instructing a conference bridge in voice
network 106 to dial out via an SSP to the participants of a voice conference.
Alternatively, for example, the back end servers) may include a server for
instructing an IP of the voice network to place a call between two parties by
dialing out to each of the parties. The back end senrer(s) may also include
the capability to instruct the bridge or IP device to call an audio digitizing
device that can listen to the conference, convert the audio signals to digital
format, and forward the digitized signals to a user device via, for example,
an
audio streaming server. The audio streaming server may, for example, allow
a user to connect to it via, for example, the Internet. Additionally, the
audio
streaming device may buffer or record the signals to permit the user to pause,
rewind, and/or fast-forward thru the conference.
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[086] In yet another example, back end servers) 420 may include a
Single Number Short Message Service (SN SMS) server for interfacing
service center 106 with a Short Message Service (SMS) gateway in voice
network 104. This may be used to permit the customer to have SMS
messages addressed to their home phone number directed to an SMS
capable device of the users choosing.
[087] Voice network plane 508 includes the hardware and software
included in voice network 104, as discussed above with reference to Fig. 3.
For example, voice network plane 508 may include ISCP SPACE 314, ISCP
302, intelligent peripherals 320, and SSP 308. Additionally, voice network
plane 508 may also include the hardware and software included in a wireless
carrier's network, such as, for example, the mobile switching center, etc.
System Operation
[088] Figs. 6A and 6B comprise a diagram of an exemplary flowchart
of a method for initiating a collaboration session in a manner consistent with
the present invention. Although the steps of the flowchart are described in a
particular order, one skilled in the art will appreciate that these steps may
be
performed in a modified or different order. Further, one or more of the steps
in Figs. 6A and 6B may be performed concurrently or in parallel.
[089] As illustrated in Figs. 6A and 6B, a calling party first initiates a
call to a called party (step 602). For example, calling party 120 may use a
phone, such as phone 122, to call a customer, such as user 110. In one
embodiment, the call may be routed from a phone to a voice network, such as
voice network 104, where an SSP 308 or 310 may intercept the call (step
604). SSP 308 or 310 may intercept the call because it encountered a
trigger, such as a terminating attempt trigger or a specific digit string
trigger,
associated with the call. For example, a trigger may be set at SSP 308 or
310 on each of the lines corresponding to a digital companion customer. In
this manner, a trigger is set to detect calls received at the SSP that are
directed to telephone numbers of digital companion customers.
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[090] After intercepting the call, SSP 308 or 310 sends a query to
ISCP 302 requesting further instructions. In response, ISCP 302 sends call
information to a network access server 410 (step 606). In one embodiment,
the call information may be sent to network access server 410 via a Generic
Data Interface (GDI), using a message structure associated with GDI (e.g.,
GetData, Send Data, or InvokeApp). The call information sent to network
access server 410 may also be sent in an encrypted form.
[091] The call information may include, for example, call state data, a
call intercept parameter, a voice mail parameter, time zone data, user ID,
called number data, calling name data, calling number data, and calling party
number (CPN) presentation information. One of ordinary skill in the art will
appreciate that additional information may be included with the call
information, or that some of the previously noted information may be omitted
from the call information.
[092] Call state data may provide the current call state based on
processing (e.g., AIN processing) that has already occurred for the call. For
example, some possible values for call state data may be indicative of a call
being authorized for termination, a call being to a call intercept (CI)
service
node or IP, a call being from a CI service node or IP, a call being a priority
call
from the CI service node or IP, a call having a CI error encountered on a call
to a CI service node or IP, or a call being on the first leg of a click-to-
dial call.
[093] The call intercept parameter identifies when a customer
subscribes to a call intercept feature. In one embodiment, a call intercept
feature allows a customer to stop invalid numbers that typically appear as
"unavailable," "private," "anonymous," or "out of area" on a caller ID
display.
The feature may tell callers that unidentified calls are not accepted and ask
them to record a name. If an unidentified caller does not record a name or
enter an override code, the called party's phone will not ring, thus
eliminating
interruptions from unidentified callers.
[094] The voice mail parameter identifies when a subscriber has voice
mail capability. Time zone data refers to the customer's time zone. Called
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number data refers to the number of a called device associated with the
subscriber. User ID refers to a parameter that may have one of two values. If
a distinctive ring feature is present, then user ID is set to a primary number
value. If no such feature is present, then user ID is set to the same value as
the called number. Distinctive ring, for example, may provide a customer with
additional telephone numbers on a single line, with their own unique ringing
pattern. A customer's primary number is the main number associated with
the line.
[095] Calling number data refers to the number of the caller. This
parameter may contain such a number when it is available. In addition, the
parameter may contain a calling party address when the information is made
available by a previously executed AIN service. Otherwise, the calling
number parameter may include some arbitrary string of digits or characters
(e.g., ten zeros) when the caller ID information does or does not match a
particular format.
[096] Calling name data refers to the name of the calling party. This
parameter may be retrieved, for example, by ISCP 302 from a database such
as LIDB 312. It may be typically possible to retrieve the calling name when
the database was populated with this data by a previously executed AIN
service. If the calling name is not successfully retrieved, then the calling
name parameter may include, for example, an arbitrary string of digits or
characters (e.g., zeros) indicative of situations where there was no response
from LIDB 312, there was an erroneous response from LIDB 312, there was
no name returned from LIDS 312, the format of the caller ID is not in
conformance, or the caller ID presentation is restricted.
[097] ISCP 302 also sends an announcement to an SSP where the
call is being handled. The announcement can be some kind of recording that
is played for the calling party. This announcement has the effects of
preventing a call timer in the SSP from expiring and giving the calling party
an
indication that the call is progressing. The ISCP 302 may continue to cause
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the announcement to be played while waiting for a response from the network
access server 410.
[098] Upon receiving the call information from the ISCP 302, network
access server 410 may decrypt the information, if necessary, and forward the
received information to application server 516 (step 608). Application server
516 may then determine whether the customer associated with the triggered
phone number (e.g., destination/dialed phone number) is logged into a digital
companion server 406 (step 610). Application server 516 makes this
determination, for example, by performing a lookup in a database, such as
database 522, using the called number as an index. Based on the called
number, application server 516 can determine a digital companion customer
ID. This digital companion customer ID may have a number of access points
(e.g., user terminals 112) associated with it. Application server 516 may
lookup entries in database 522 that correspond to the digital companion
customer ID to determine whether the customer is currently logged onto a
digital companion server 406 using any access points. For example,
whenever a customer is logged on using an access point, an indication of
such is stored in database 522. If application server 516 finds such an
indication in database 522, then it knows that the customer is logged on, and
it knows which access point the customer is using.
[099] If the customer is not logged on anywhere, then there is no way
for service center 106 to communicate with the customer using digital
companion operations. Instead, service center 106 logs the call (step 612).
When the customer logs in at a later time, the customer is provided with an
indication that the customer was called. Calls may be logged, for example, in
database 522 or in other storage on digital companion server 406 or
communication portal server 408. The call may be subsequently routed
without digital companion processing (e.g., call may be completed as dialed,
if
possible) (step 614).
[0100] If the customer is logged on, then application server 516
retrieves call preference information from a database (step 616). In one
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embodiment, the database storing this call preference information may be
database 522, customer profile database 532, or another database used to
store customer-related data. The call preference information may include, for
example, call block lists, lists of forwarding devices or telephone numbers,
voice mail preferences, lists of recordings that the customer can set as pre-
recorded messages, etc.
[0101 ] Application server 516 may also proceed to determine whether
the call intercept feature and/or voice mail features are enabled for the
called
party by examining the call information received from the network access
server 410. Application server 516 makes this determination so that it knows
which options should be made available to a called party. One of ordinary
skill in the art will appreciate that the application server may also check
for
any other feature that can be enabled and disabled (e.g., call screening,
collaboration). Application server 516 also determines the CPN presentation
value associated with the call by examining the call information received from
the network access server 410. The CPN presentation value is determined
so that the calling party's CPN information can either be displayed or not
displayed for the customer.
[0102] Thereafter, application server 516 may provide the collected
information (e.g., call information, call preference information, and access
point information) to notification server 520 and instruct notification server
520
to send an RTCM notification to the customer associated with the called
number (e.g., by providing an indication of the access point that the customer
is using to the notification server 520). Notification server 520 has open
connections to all devices (e.g., user terminals 112) that are logged on.
When notification server 520 receives information from application server
516, it uses the information to route an RTCM notification to the customer at
the appropriate access point (step 618). In one embodiment, the RTCM
notification may be sent using a protocol such as HTTP (Hypertext Transfer
Protocol), Java, or a similar protocol.
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[0103] The RTCM notification may be a notification of the incoming call
to the customer. The notification may include a display having a number of
customer-selectable buttons associated with it that enable the customer to
manage a call in real-time. For example, the notification may have different
buttons that permit a customer to send a call to voice mail, send a call
received on one device to another device, perform a call screening operation,
accept a call, play an announcement, place a call on hold, schedule a call
back operation, perform an automatic call back operation, perform a call block
operation, bridge a caller onto the current call (e.g., initiate a conference
call),
or initiate a collaborative session.
[0104] The notification may provide the customer with different options
dependent on the features for which the customer is authorized and has
enabled. For example, if the customer does not subscribe to the call intercept
feature, then the RTCM notification will not include a user-selectable area
corresponding to the telemarketer zap operation. If the customer does not
have voice mail enabled, then the RTCM notification will not include a user-
selectable area corresponding to voice mail. One of ordinary skill in the art
will appreciate that any feature that can be enabled and disabled may be
used as a basis for altering the RTCM notification (e.g., call screening,
conference call, etc.). If the customer does not have collaboration enabled,
then the notification will not include a user-selectable area allowing the
customer to initiate a collaborative session.
[0105] In addition, if application server 516 detects that the calling party
is not a digital companion customer, then the called party may not be given
the option of initiating a collaborative session. Application server 516 may
determine whether the calling party is a digital companion customer, for
example, by performing a lookup in database 522 (or another database
storing customer information) using the calling party number information or
calling party name information from the previously received call information
(see steps 606 and 608).
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[0106] Once it has received the RTCM notification, the customer's
selected device displays the RTCM notification, including the customer-
selectable buttons associated with it. The device does not yet ring. Even
though the device is not yet ringing, the caller may hear on the calling
device
(e.g., the phone or other device used to place the call) a ringing tone or an
announcement indicating that the call is proceeding. Network access server
410 then waits for a response from the customer. Response information may
include, for example, call disposition information, forwarding number
information, nature of forwarding number information, carrier access code,
announcement type, and ring cadence. One of ordinary skill in the art will
appreciate that additional data may be included with the response data, or
that some of the previously noted data may be omitted from the response
data.
[0107] Call disposition information may provide an indication of the
customer's choice for how the call should be handled. For example, call
disposition information may include an indication of sending a call to voice
mail, sending a call received on one device to another device (e.g., call
forwarding), performing a call screening operation, accepting a call, playing
an announcement, placing a call on hold, scheduling a call back operation,
performing an automatic call back operation, performing a call block
operation, bridging a caller onto the current call, or initiating a
collaborative
session.
[0108] When a call forwarding operation is invoked, forwarding number
information includes a number to which the call should be forwarded. Nature
of forwarding number information identifies the nature of the call forwarding
number. For example, a number may be a national number or an
international number.
[0109] Carrier access code may be a sequence of digits indicative of a
specific carrier when a call should be routed using the specific carrier.
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[0110] Announcement type identifies an announcement that should be
played to the caller. This parameter, for example, may be used when the
customer selects the play announcement option.
[0111] Ring cadence may be indicative of the ring cadence value that
should be applied for the call. For example, different values may be used to
designate normal cadence; short, short cadence; and short, short, long
cadence; or any other possible cadences.
[0112] If, after a predetermined period of time, notification server 520
has not received a response, then the call is accepted for the device
receiving
the RTCM notification. For example, after the period of time, the RTCM
notification may disappear from the device's display and the device may start
ringing. The customer may answer the call if he or she is available and
chooses to do so. One of ordinary skill in the art will appreciate that other
default actions may occur instead of allowing the call to go through. For
example, a busy signal may be played, the call may be sent to voice mail, the
call may be forwarded to a preferred forwarding number, an announcement
may be played, etc.
[0113] If the customer responds by selecting one of the RTCM options,
then the RTCM notification disappears from the display, and the network
access server 410 receives the response and encrypts it, if necessary. If the
customer selects an option other than collaboration (step 620 - No), then
network access server 410 proceeds to instruct ISCP 302 to route the
incoming call based on the response from the customer (step 622). Further
information on this call routing may be found in U.S. Patent Application
Number (Atty. Docket No. 03-1016), which has already been
incorporated by reference.
[0114] If the customer selects the collaboration option (step 620 - Yes),
then a collaboration request to the calling party is generated (step 624). For
example, upon receiving response information indicating that collaboration
has been selected, network access server 410 may send application server
516 information indicating that an attempt to establish a collaborative
session
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between the called party and the calling party should be made. Application
server 516 may proceed to initiate a collaboration from the perspective of the
called party (step 626). For example, application server 516 may launch
collaboration software (e.g., WebEx, NetMeeting, etc.) from the viewpoint of
the called party. More particularly, application server 516 may open
collaboration software that is stored, for example, local to application
server
516 or on a user-terminal 112 being used by the called party. Thereafter,
features associated with the collaboration software that cause data to be
shared may be activated. The called party may also select data to be shared
in a collaborative session and otherwise configure the collaboration software
in preparation for a collaborative session between the called party and the
calling party.
[0115] Generally, a collaboration may enable multiple users to share
data interactively. For example, users participating in a collaborative
session
may share data in various ways, such as whiteboards, document sharing,
and/or application sharing. A whiteboard is essentially an electronic
chalkboard that allows users at various sites to simultaneously write and draw
on an on-screen notepad viewed by multiple users (e.g., collaborate in real-
time with others using graphic information). With a whiteboard, a user may
review, create, and update graphic information; manipulate contents by
clicking, dragging, and dropping information on the whiteboard; cut, copy, and
paste information from other applications onto the whiteboard; save
whiteboard contents for future reference; and otherwise edit or modify
information on the whiteboard so that other users can view the changes.
Document sharing may refer, for example, to the ability to allow one or more
documents to be viewed, edited, saved, or replaced by multiple users
participating in a collaborative session. Application sharing may refer, for
example, to the ability to allow one or more applications to be viewed or
otherwise controlled by multiple users participating in a collaborative
session.
Whiteboards, document sharing, and application sharing may be used in
conjunction with an audio or videoconferencing connection. These
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connections may be separate calls or be transmitted in the same call as the
data associated with the whiteboards, document sharing, and/or application
sharing.
[0116] Application server 516 may also retrieve call preference
information of the calling party from a database (step 628). This retrieval
may
be similar to the retrieval of call preference information of the called party
performed in step 616 above. Once the call preferences have been retrieved,
application server 516 may cause a notification to be sent to the calling
party
(step 630). For example, application server 516 may instruct notification
server 520 to provide a notification to the calling party at the device used
to
place the call, if possible. This may be done by instructing notification
server
520 to send the notification to the device that corresponds to the calling
party
number. Alternatively, application server 516 may instruct notification server
520 to provide a notification to the calling party at a device designated by
the
calling party to receive such notifications. For example, a calling party may
designate a device equipped to participate in a collaboration. The designated
device may or may not be the same device used to place the call. Application
server 516 and/or notification server 520 may use the retrieved call
preferences to determine whether a device has been designated in this
manner.
[0117] Application server 516 may use the information retrieved in step
628 to provide the collaboration software with an identification of a device
to
be used by the calling party in the collaboration. The collaboration software
may use this identification information to initiate an attempted collaboration
connection between a device of the called party and a device of the calling
party.
[0118] The notification to the calling party of step 630 may present the
calling party with the option of accepting the request for collaboration from
the
called party. For example, the notification may include a user-selectable area
for accepting or declining the collaboration request. If the calling party
does
not accept the collaboration request (step 632 - No), then the call is
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processed without collaboration (step 634). For example, network access
server 410 may receive response information from the device of the calling
party that received the notification. The response information may include
information indicative of the collaboration request denial. In response,
network access server 410 may instruct application server 516 to stop the
collaboration that was launched from the perspective of the called party.
Network access server 410 may also proceed to instruct ISCP 302 to connect
the call between the called party and the calling party. Thereafter, the
called
party and calling party may communicate in a suitable manner.
[0119] If the calling party accepts the collaboration request (step 632 -
Yes), then the call is processed with collaboration (step 636). For example,
network access server 410 may receive response information from the device
of the calling party that received the notification. The response information
may include information indicative of the collaboration request acceptance. In
response, network access server 410 may instruct application server 516 to
initiate the collaboration from the calling party's perspective using the
aforementioned collaboration software. For example, application server 516
may open collaboration software that is stored, for example, on the device to
be used by the calling party in the collaboration, and cause the collaboration
software to automatically complete the collaboration connection between the
device of the called party and the device of the calling party. Alternatively,
once application server 516 has opened the collaboration software, the calling
party may be prompted to provide additional input to complete the
collaboration connection. One of ordinary skill in the art will appreciate
that a
collaboration connection may be on a data network, such as data network
102, or on a voice network capable of carrying data.
[0120] In addition to the collaboration being initiated from the calling
party's perspective, network access server 410 may also proceed to instruct
ISCP 302 to connect the call between the called party and the calling party.
In this manner, the called party and the calling party have both a call
connection and a collaboration between them. Alternatively, the collaboration
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may include a voice connection or videoconferencing connection, and it may
not be necessary to connect the original call. Instead, there would only need
to be a collaboration.
[0121] Fig. 7 is a diagram of an exemplary user interface 700 including
customer-selectable real-time call management options. User interface 700
may be a display on a customer device, such as user terminal 112 or phone
114, that is currently showing an RTCM notification to a called party. The
RTCM notification includes an area 702 indicating that the customer has an
incoming call. Area 702 also provides an identification of the caller as well
as
the number being called. The number being called may belong to the device
displaying the RTCM notification or another device. The RTCM notification
has a plurality of associated user-selectable areas 704-724, allowing the
customer to decide how an incoming call is to be routed. In one embodiment,
the customer may select one of these user-selectable areas through any
suitable input methods. For example, the customer may click on the desired
option using a mouse, touch an appropriate area of a touchscreen, enter
input on a keypad, etc., in order to choose the manner in which the incoming
call is routed.
[0122] Selecting area 704 enables the customer to answer the call on
the device that received the RTCM notification (e.g., the device the includes
user interface 700). Selecting area 706 forwards the call to voice mail.
Selecting area 708 initiates a call screening feature. Selecting area 710
places the call on hold. Selecting area 712 forwards the call to another
device of the customer's choosing. Selecting area 714 plays an
announcement for the calling party. Selecting area 716 enables a customer
to schedule a call back event on a calendar. Selecting area 718 enables a
customer to cause the calling party to be automatically called back after the
current call. Selecting area 720 bridges the calling party onto the current
call.
Selecting area 722 causes a recording to be played indicating that the
customer does not wish to speak to the calling party and optionally causes
the calling party's telephone number to be added to a call block list.
Selecting
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area 724 causes a collaboration request to be sent to the calling party
consistent with the present invention.
[0123] Fig. 8 is a diagram of an exemplary user interface 800 indicating
a collaboration request to a calling party, consistent with the present
invention. User interface 800 may be a display on a customer device, such
as user terminal 112 or phone 114, that is currently showing a notification to
a
calling party. The notification includes an area 802 indicating that the
calling
party is receiving a request for a collaboration from the called party. The
notification has two user-selectable areas 804 and 806 associated with it.
Selecting area 804 enables the calling party to accept the collaboration
request, thus initiating a collaboration between the calling party and the
called
party as discussed above with reference to Figs. 6A and 6B. Selecting area
806 enables the calling party to decline the collaboration request as
discussed above with reference to Figs. 6A and 6B. In one embodiment, the
calling party may select one of these user-selectable areas through any
suitable input methods. For example, the calling party may click on the
desired option using a mouse, touch an appropriate area of a touchscreen,
enter input on a keypad, etc., in order to choose the manner in which the
incoming call is routed.
[0124] While the present invention has been described in connection
with various embodiments, many modifications will be readily apparent to
those skilled in the art. One skilled in the art will also appreciate that all
or
part of the systems and methods consistent with the present invention may be
stored on or read from computer-readable media, such as secondary storage
devices, like hard disks, floppy disks, and CD-ROM; a carrier wave received
from a network such as the Internet; or other forms of ROM or RAM.
Accordingly, embodiments of the invention are not limited to the above
described embodiments and examples, but instead is defined by the
appended claims in light of their full scope of equivalents.
